Job Description

Note: This position can be located in either the Toronto or Montreal office.

Given the current circumstances, employee will be working from home, 100% of time. As working conditions return to normal, they will shift to a hybrid working arrangement.

What We Do:

Fidelity is a world leader in mutual funds and offers a complete line of products and services to investors through a network of Investment Advisors. The Client Services division plays an integral role in supporting investment professionals as they help clients their financial goals.

What You Will Do:

The Advisor Service Centre Representative Sr Bilingual is responsible for providing day-to-day services to front-line employees, to the Sales Team and at times, to clients. The incumbent handles a variety of complex call types from Fidelity’s client base, including brokers/dealers, individual unit holders and administrative support staff at client firms. The Advisor Service Centre Representative Sr Bilingual also aids in the development of the front line staff by providing relevant guidance and support.

• Deliver an effective and courteous client interaction by responding to account, product, and general service inquiries from clients
• Leverage superb communication skills to build and maintain positive relationships with your direct reports, colleagues, customers and partners across the organization
• Demonstrate leadership skills to empower front line staff
• Provide accurate product, policy, and procedural information to front line staff, investors and advisors
• Provide clients with accurate information about Fidelity’s products and services
• Identify opportunities to provide value add services to our clients by staying abreast of Fidelity’s financial products and services
• Build effective relationships with key internal business partners across different business units to resolve client matters
• Create a legendary customer experience at every interaction and look for ways to contribute to the ongoing improvement of the overall department and customer experience
• Meet and understand the needs of front-line staff by providing them with guidance on internal policy and procedures

 What We’re Looking For:

• Completion of post-secondary education
• Bilingual in English and in French (written and spoken)
• A minimum of 1 year experience within the mutual funds industry, ideally in a call centre environment
• Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada;(IFIC) or CFA are considered an asset

The Expertise You Bring

• Your superb communication skills translate into positive relationships with your direct reports, colleagues, customers and partners across the organization.
• You have the ability to deliver effective feedback when handling escalated matters
• You are client-focused with effective listening and interpersonal skills
• You have a high need for achievement and seek out every opportunity to learn

Applicants must be available to work rotating shifts Monday through Friday between 8:00 am to 8:00 pm (Eastern Standard Time).

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at

Fi********************@fi******.ca











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No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

• Canada’s Top 100 Employers (4th consecutive year) 2020
• Greater Toronto’s Top Employers (8th consecutive year) 2020
• Canada’s Top Family Friendly Employer (3rd consecutive year) 2020
• Imagine Canada, Caring Company
• Canada’s Top Employer For Young People
• National HR Awards – Best Corporate Social Responsibility Program Award, Venngo Healthy Workplaces Award
• Workplace Benefits Awards – Health and Wellness Program
• Canadian Compassionate Companies Award

Designations

• A Canadian Compassionate Company
• An Imagine Canada Caring Company

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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